Beyond Philosophy

JUNE 4, 2015

To understand customers, the effective enterprise needs to think in human, emotional terms. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Airlines 360

Airlines Marketing Enterprise Advertising 360

Beyond Philosophy

AUGUST 15, 2019

Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. The company would call 400 customers at random and have them rate on a scale of 1 to 10 how likely they would be to recommend their brand to others.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

OCTOBER 29, 2020

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. However, when you get into a loss frame (aka, there is a platform on fire and it threatens to burn the whole enterprise down), your risk preferences flip, and you become more risk-seeking.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

JUNE 29, 2015

My colleagues and I have been observing how Target’s data breaches, which have impacted over 100 million shoppers during the 2013 holiday shopping season, resulted in a draining of the emotional bank account of customer trust. And, personalization truly optimizes the overall customer experience, perhaps its most important benefit.

Wireless 257

Wireless Banking Enterprise Accountability 257

Beyond Philosophy

JUNE 2, 2015

Wegmans represents conscious capitalism, in the truest sense of the term, further building the bond between the enterprise and the customers, many of whom consider Wegmans ‘their store’. As important in delivering great experiences are the things customers don’t see, particularly where employees are concerned.

Customer centricity 244

Customer centricity Construction Marketing Enterprise 244

TechSee

SEPTEMBER 24, 2019

Customers want to receive service anywhere, at any time, and any which way they like: web, voice, chat, messaging, social media, video or email. However, it is only when the enterprise delivers an integrated and seamless experience across all channels that it can achieve true consistency. Consistency throughout the journey.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

Beyond Philosophy

JUNE 11, 2015

If this sale takes place, it’s a good bet that these chains will also drop their reward cards, because Cerberus-owned supermarkets clearly don’t need, or want, no stinkin’ loyalty programs – nor, apparently, do they see benefit to a more customer-centric enterprise philosophy. The post Loyalty Programs!?! appeared first on.

Airlines 274

Airlines Customer centricity Multichannel Sales 274

TechSee

MAY 21, 2019

This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. That’s why monitoring customer emotions is becoming an increasingly important way to improve customer experience. What is emotion analytics? The devotion to emotion.

Analytics 137

Analytics Customer Experience B2C Customer emotions 137

Beyond Philosophy

JUNE 1, 2015

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? And, what is the impact of loyalty programs on enterprise profitability?

Airlines 210

Airlines Entertainment Consulting Consulting 210

Beyond Philosophy

FEBRUARY 28, 2016

It’s about the enterprise becoming more proactive, transparent and open, connecting with customers through branded, emotional experiences and sustained value delivery, resulting in its operation as a “conscious capitalist”. Personalized customer service says a great deal about the enterprise culture.

Journey mapping 150

Journey mapping Customer centricity Consulting Consulting 150

Spearline

FEBRUARY 8, 2022

With many millions of customer conversations happening each and every day, voice traffic is very much “big data”. Voice analytics promises to measure customer emotion in each call. It differentiates between happy, frustrated, and other customer moods. “Call analytics” looks at the data collected.

Analytics 98

Analytics Telecommunications Big data Customer emotions 98

TechSee

APRIL 24, 2018

In addition, a positive unboxing process has been proven to engage customers emotionally and enhance the overall customer experience (CX). A 2017 Gartner survey found that 20% of large enterprises plan to adopt augmented reality/virtual reality (AR/VR) as part of their digital strategy by 2020. Unboxing goes visual.

Self service 116

Self service Call Center Surveys Customer emotions 116

Calabrio

FEBRUARY 28, 2025

Voice analytics vs. speech analytics: Understanding the nuances Voice analytics technologies have flourished in the enterprise contact center, especially with the latest advances in AI. Essentially, voice analytics can unlock the hidden potential within your contact centers conversationsand turn your interactions into a competitive advantage.

Analytics 52

Analytics Contact Center contact center workforce Average Handle Time 52

IdeasUnlimited

JULY 4, 2022

For most businesses, building trust with clients is an important step to keep customers coming back and spreading good word of mouth. Multilingual support is key for accomplishing this in overseas markets and companies avoid the risk of losing customers. Emotions drive 95% of sales decisions. Conclusion.

Customer Support 98

Customer Support Bilingual agents Entertainment Call Center 98

VHT

SEPTEMBER 13, 2018

Natural Language Processing (NLP) turns masses of daily communications into a holistic understanding of customers’ emotions, goals and behavior. Before you place orders for any new technology, remember that implementing a world-class customer experience takes more than the latest toys. Natural Language Processing.

Customer Experience 87

Customer Experience Calibration Telecommunications SaaS 87

ProProfs Blog

JUNE 21, 2019

You can store all this content in a “customer resource center” so that existing customers have one place to go and learn about your products and services. Here is an example of a great resource center from Intuit meant for their enterprise customers: In a Nutshell.

Customer retention 95

Customer retention Sales Marketing Scripts 95

CSM Magazine

DECEMBER 13, 2024

AI in customer service has moved beyond buzzwords and is becoming essential for the modern business. For them, AI in customer service should be a tool that makes things easier without the complexity of enterprise-grade systems. This level of sophistication is critical for large enterprises with a vast knowledge base.

Omni-channel support 52

Omni-channel support Multi-channel support Customer Service Enterprise 52

Natalie Petouhof

MARCH 3, 2016

TVOC leverages NICE’s Voice of the Customer solution, alongside NICE’s unique Interaction Analytics capabilities and vast experience in recording calls and making sense of that information through analytics. My POV: There’s nothing more important than the voice of the customer.

Analytics 49

Analytics Surveys Enterprise Customer emotions 49

VocalCom

JULY 2, 2020

The ‘always-on’ enterprise of tomorrow will increasingly resort to virtual agents and bots to supplement smaller but more skilled contact centers teams. It is therefore essential for customer service teams to show empathy towards customers. The rise of the ‘Super-Agent’.

Contact Center 62

Contact Center Self service Virtual Agent Chatbots 62

AWS Machine Learning

SEPTEMBER 11, 2024

Amazon Q Business offers a conversational experience with generative prompts and tasks that can act as a front-line support engineer, answering customer questions and resolving known issues efficiently.

Technology 92

Technology Engineering contact center solutions Scripts 92

TMP Direct

APRIL 22, 2021

Second, the explosive growth of widely-available cloud services and machine-learning tools has put powerful new AI capabilities in the hands of call centers to improve customer service in all forms. Enterprise executives today cite customer experience as their Number 1 reason for investing in AI; cost reduction has now moved to second place.

Call Center 52

Call Center Benchmark Interactive Voice Response Customer centricity 52

Calabrio

MARCH 22, 2025

Instead, todays leaders recognize its central role in fueling and future-proofing enterprise success. Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Sentiment analysis enables teams to understand how things are said, by both agents and customers.

Best practices 52

Best practices Contact Center Management Call Center 52

JustCall

AUGUST 8, 2023

AI customer experience can manifest in different forms across touchpoints: You can use chatbots and virtual assistants to provide real-time assistance. Sentiment analysis can enable organizations to gauge customer emotions. Intelligent analytics helps preempt customer needs. The list goes on. Image Source Image Source 3.

Customer Experience 52

Customer Experience Chatbots Customer emotions Benchmark 52

DMG Consulting

AUGUST 26, 2024

When genAI is supported by an LLM that is customized for the industry—or better yet the enterprise—it significantly improves transcription accuracy and boosts performance of each solution leveraging its outputs. AQM Is the Way to Go Contact center quality management has essentially been done the same way for the past 40 years.

Analytics 48

Analytics Contact Center Quality management Calibration 48

Spearline

JUNE 13, 2019

With many millions of customer conversations happening each and every day, voice traffic is very much “big data” offering a world of insights to those who choose to look deeply. Voice analytics promises to measure customer emotion in each call, differentiating between happy, frustrated and other customer moods.

Analytics 40

Analytics Telecommunications Big data Customer emotions 40

JustCall

MARCH 6, 2023

This might involve making changes to your website or product, adjusting your marketing strategy, or improving customer support processes. By providing organizations the ability to see the ’cause and effect,’ enterprises can course-correct and take specific steps to improve the interactions along the customer journey.

Analytics 52

Analytics Journey mapping Metrics Feedback 52

Clarabridge

OCTOBER 25, 2017

In order to pair structured, quantitative data like amount of last purchase, age, location and products used, with qualitative feedback data, you’ll need to use Natural Language Processing (NLP) to turn the unstructured voice of the customer into something that can be analyzed.

Analytics 40

Analytics Feedback Big data Banking 40

CSM Magazine

JUNE 27, 2018

A more recent report, ‘ AI Is Ready For Employees, Not Just Customers’ by Forrester analyst, Craig Le Clair, advocates using AI to automate repetitive tasks, but argues that certain services demand human skills, such as the ability to detect a customers’ emotional state and respond appropriately. About ServisBOT.

Scripts 40

Scripts Chatbots Enterprise Healthcare 40

Uniphore

SEPTEMBER 22, 2021

There is a wide gap between the many rudimentary speech analytics offerings on the market and advanced conversational AI-powered solutions built specifically for contact centers and deployed on an enterprise-class platform that optimizes and automates the end-to-end conversation.

Analytics 40

Analytics Telecommunications Contact Center Healthcare 40

CSM Magazine

FEBRUARY 22, 2022

The happier your customers are with your brand, the more loyal they’ll remain over time. So, it’s no surprise that customer experience or “CX” plays a key role in a successful enterprise. In a nutshell, customer experience is all about how people see your brand and the interactions they have with your brand.

Customer Experience 52

Customer Experience Chatbots Surveys Customer emotions 52

JustCall

OCTOBER 4, 2023

Conversation intelligence can help you track customer satisfaction levels by analyzing feedback and sentiments in real-time. By promptly addressing issues and providing exceptional customer service, you can improve satisfaction levels and reduce churn rate.

Customer retention 52

Customer retention Feedback Upselling Sales 52

Pointillist

APRIL 17, 2019

Marketers prefer tools that are purpose-built for their use cases rather than the scalable solutions preferred by IT that can suit multiple enterprise needs, and CDPs meet this preference. Over the past 30 years, BI tools have become the standard for enterprise decision making. What are Business Intelligence Tools? “A

Analytics 51

Analytics Journey mapping Multichannel Government 51

NobelBiz

NOVEMBER 16, 2021

For years she worked with someone to develop software that can measure people’s emotions. Hence, the question: is measuring customer emotions actually a good idea? The power of emotions for Sales agent In sales, emotional intelligence is a key component. Listen to her point of view on the topic.

Contact Center 52

Contact Center Coaching Sales Consulting 52

PeopleMetrics

MAY 12, 2022

This is why journey maps are particularly useful for digging deeper into specific moments of truth that your customers encounter—a zoomed-in snapshot of elements you can design and control rather than a complex or overwhelming representation of the entire journey. Services, both B2B and B2C, will follow unique journeys as well.

Journey mapping 62

Journey mapping B2C Feedback B2B 62

Beyond Philosophy

AUGUST 13, 2015

De Pree and Greenleaf have long been considered the most original thinkers in the art, science, and pure knacks associated with the power of leaders to shape and direct an enterprise for the better. Stewardship – all stakeholders hold the enterprise in trust for the greater good. The last is to say ‘thank you’.

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

SmartKarrot

JULY 19, 2022

Customers’ memories are made when they associate the strength of the emotion with an experience or event. This emotion creates memories that can be understood. You need to track how customers’ emotions work and how strong one’s impact customers like never before. The peak-action formula holds true.

Customer Experience 10

Customer Experience B2B Enterprise SaaS 10

Beyond Philosophy

MAY 20, 2015

All of that said, there’s little argument that customer service, especially when practiced from a proactive and emotionally-driven base, has economic value and should be seen as a contributor to enterprise profitability rather than merely a passive, reactive, even grudging cost of doing business.

Airlines 400

Airlines Wait times Self service Enterprise 400